Call Center Quality Assurance

KRISTEN H. BROWN Phone: 678-***-****

E-mail: adx9tb@r.postjobfree.com

Career Summary

Seasoned, results-driven, professional with a sincere passion for continuous learning and a diverse background in Corporate, Call Center, and Technical Training, and Call Center Management. Strong business acumen with in-depth knowledge of daily Business Operations. Build and maintain solid and lasting rapports with all levels and staff and management. Direct experience with managing large client portfolios and providing third party oversight. Embrace and influence change to mold business for successful outcomes.

Key Strengths

Excellent communication and presentation skills both verbal and written

Keen attention to details with excellent deductive reasoning skills

Well organized with exceptional time-management skills

Certification - Ulysses Service Mentor and Coaching Mentor

Computer Skills: Windows 2000/XP, Microsoft Office (Word, Access, Excel, Outlook and PowerPoint)

Technical Systems: CMS (Avaya CenterVu), KRONOS (payroll system), N.I.C.E call center recording, COGNOS reporting, Blue Pumpkin scheduling, E-workforce management, VoicePrint, and Lotus Notes, Fidelity, and Snag-it, SAP accounting system, (CRM & ISU), RoboHelp, Dayforce, Verint

Career Highlights

Trained and onboarded more than 1200 new hire associates during a massive hiring initiatives

Adept in adult learning theories, classroom management, and experienced with engaging audiences

Project Management: Served as project lead for key projects related to creating, revising, and implementing training materials, job aids, curriculums and assessments

Needs Analysis: Worked effectively with internal and external business partners to provide feedback and gauge further training needs and provided one-on-one coaching during nesting periods

Self-Development: Maintain knowledge of internal and external processes and procedures ensuring quality standards and compliance is met. Perform Quality Assurance checks and balances and provide one-on-one sessions to communicate findings. Ensured that staff and trainees maintained federal compliance while handling client accounts and other proprietary information.

Partnered with Technical Writers and Instructional Designers and improved the design, delivery and continuous improvement of internal Policies and Procedures.

Identified process gaps and participated in calibration sessions with internal and external business partners to close gaps; created corrective action plans as needed

Participated in teach back sessions and facilitated training in blended learning environments such as e-Learning, face-to-face, pre-recorded sessions, and virtual learning environments

People Development: Led, managed and motivated a team of successful customer service associates. Created performance plans and provided timely and accurate feedback regarding KPI’s.

KRISTEN H. BROWN Phone: 678-***-****

E-mail: adx9tb@r.postjobfree.com

Professional Experience

Training Specialist-ICON Associates/Exelon 12/2019-Present

Conduct in person and remote training sessions. Travel between multiple service centers to facilitate training. Document training trends regarding performance, attendance, and conduct. Coach and certify new trainers Support call center operations as Subject Matter Expert between training sessions.

Training Specialist-Essendant 02/2019-11/2019

Identify and assess training needs within the company. Meet with managers and supervisors to ascertain needs. Teach skills such as computer applications, phone systems, product information, policies and procedures. Plan, organize, and implement a range of training activities.

Corporate Training Specialist – Convergent 04/2013 – 02/2019

Travel between multiple service centers to facilitate training focused on the goals and protocol of the client. Update and maintain training materials and online resources and collaborate with the client to identify additional training needs. Log and report training trends regarding performance, attendance, and conduct. Serve as the Quality Assurance Subject Matter Expert between training sessions.

Hazard Insurance Trainer III – Assurant Specialty Property 05/2007 – 06/2012

Identified training needs in consultation with line management and arranged and coordinated training courses and material as required. Oversaw the maintenance of accurate training records and evaluations. Advised employees and line management on appropriate training courses, and counseling to individuals as needed. Conducted stand-up training classes for new hire and existing associates for periods of up to 8 weeks. Developed and implemented procedural and process manuals for multiple clients and trainees.

Unit Manager, Loss Draft – Assurant Specialty Property 10/2005 – 05/2007

Led, motivated and managed more than 25 hourly associates. Researched and handled escalated client issues. Identified training gaps, provided one-on-one coaching and held associates accountable. Worked with the Command Center to ensure adequate coverage. Prepared monthly internal Operations Management reports. Assisted the training department with creating Process and Procedure Memos. Facilitated weekly meetings to ensure effective communication with staff and provided daily, weekly, and monthly associate and client statistics. Interviewed, hired, and terminated associates as needed.

Education

Kentucky College of Business and Technology - Associates Degree – Business Administration

Trigg County High School - Cadiz, KY - Standard Diploma /KY Secondary Vocational Education Certificate, Administrative Clerk

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